Referral system
A referral service system includes a user interface receiving, at a service location of a service provider, information identifying a referred entity. The service provider is a specialist or general practitioner in a professional field or trade that involves routinely rendering non-referral related services to persons seeking those services, and routinely evaluating the persons to determine need for referral to another service provider. A referral record output module generates a referral record and electronically communicates the referral record to a referee, wherein the referral record includes at least information identifying a referrer, the information identifying the referred entity, and information identifying the referee. A referee location indication module generates an indication of a location of the referee at which the referred entity can obtain services provided by the referee, and communicates the indication of the location of the referee to the referred entity.
The present disclosure generally relates to a referral system, and relates in particular to methods and systems for referring recipients of services from one service provider to another.
BACKGROUNDThe statements in this section merely provide background information related to the present disclosure and may not constitute prior art.
Present referral procedures of referral based business have not changed much over the last fifty years or so. Referees (e.g., doctors, healthcare professionals, businesses, institutions, and/or contractors, etc.), who rely on referrals, have lost information, money, and business due to a gap in transferring information from a referrer (e.g., doctors, healthcare professionals, businesses, institutions, and/or contractors, etc.) to the referee. This gap has also created a lack of follow up for many referrers. Until recently, the vast majority of referrals have occurred by a written referral system. This written referral system relies on the referred entity (e.g., patient, customer, and/or client, etc.) to follow thru by acting on the written referral, which requires that the referred entity not lose any of the written information. The problem with this written based system is that a lot of people can misplace the referee's information. A large percentage of business can be lost this way. Once the pathway is broken, the referred entity may seek professional services elsewhere. In this case, the referee never has any idea that someone was seeking their professional services. Since the referee has no idea that someone was referred to them, there is no way for the referee to contact the referred entity in order to schedule the provision of services (e.g., an appointment, interview, consultation, etc.). This problem also limits the ways for the referred entity to retrieve information on the referee.
SUMMARYA referral service system includes a user interface receiving, at a service location of a service provider, information identifying a referred entity. The service provider is a specialist or general practitioner in a professional field or trade that involves routinely rendering non-referral related services to persons seeking those services, and routinely evaluating the persons to determine need for referral to another service provider. A referral record output module generates a referral record and electronically communicates the referral record to a referee, wherein the referral record includes at least information identifying a referrer, the information identifying the referred entity, and information identifying the referee. A referee location indication module generates an indication of a location of the referee at which the referred entity can obtain services provided by the referee, and communicates the indication of the location of the referee to the referred entity.
Further areas of applicability will become apparent from the description provided herein. It should be understood that the description and specific examples are intended for purposes of illustration only and are not intended to limit the scope of the present disclosure.
The drawings described herein are for illustration purposes only and are not intended to limit the scope of the present disclosure in any way.
The following description is merely exemplary in nature and is not intended to limit the present disclosure, application, or uses.
By way of overview, the referral service system includes a user interface receiving, at a service location of a first service provider, information identifying a referred entity. The service provider is a specialist or general practitioner in a professional field or trade that involves routinely rendering non-referral related services to persons seeking those services. Also, in the course of or adjunct to providing the non-referral related services, practice in the professional field or trade involves routinely evaluating the persons to determine whether the recipients are in need of referrals to one or more second service providers for additional services of another type, such as those provided by a general practitioner or specialist in a different field or trade, or in a related field or trade.
The service provided by the first service provider is one that the persons tend to seek out for its own sake; thus, it is not simply a referral service. For example, the first service provider can be a general dentist, while the second service provider can be an orthodontist. Also, the first service provider can be an Attorney of one specialty, while the second service provider can be an Attorney of another specialty. Further, the first service provider can be a real estate agent, while the second service provider can be a real estate broker. Thus, persons seeking out the first service provider do not typically do so solely for the purpose of obtaining a referral to the second service provider.
A referral record output module generates a referral record, such as a referral letter, and electronically communicates the referral record to a referee. The referral record includes at least information identifying a referrer, the information identifying the referred entity, and information identifying the referee. A referee location indication module generates an indication of a location of the referee at which the referred entity can obtain services provided by the referee, and communicates the indication of the location of the referee to the referred entity. As noted above, the referral record is communicated to the referee electronically, such as by email, text message, and/or facsimile transmission. In some embodiments, the referral record can be communicated electronically directly from the referrer to the referee. In additional or alternative embodiments, the referral record can be sent to the referee indirectly, such as by sending the referral record to a website service that maintains an inbox for the referee and/or follows up with referred entities on behalf of the referee. In some embodiments, such a website can also expect to receive confirmation from the referee and/or referred entity that an appointment has been made. In additional or alternative embodiments, such a website can generate an electronic reminder to the referrer, the referee, and/or the referred entity after a given amount of time has passed without the appointment being made or kept.
In some embodiments, such as those adapted to needs of the medical profession, the referrer and referee are both medical professionals, and the referral record is a referral letter that fulfills the needs of referred entities for such a referral letter in order to receive treatment by the referee in accordance with requirements by their insurance carriers. In this case, the referral record that is electronically communicated is fundamentally different in form and legal significance from the type of referral that can be sent by a mere referral service, which cannot provide the type of referral needed in such a circumstance.
The referral service system can be provided in the form of software. In some embodiments, the software can be given to a referred entity by a referee in the course of establishing a professional relationship. In alternative or additional embodiments, the software can be downloaded from a website by the referee or the referred entity. In still additional or alternative embodiments, the software can be adapted to the needs of different service industries and particular referees who are service providers within those service industries. Herein, the term “service” is broadened to including making, use, or sale of products.
In some embodiments, the referral service system addresses some of the aforementioned problems by providing an improved system and apparatus, including a computer software program. The software program can assist in solving the problems associated with hand written referrals between referred entities and referees.
In additional or alternative embodiments, the referral service system addresses some of the aforementioned problems by providing a method of referral in which a referred entity is provided with detailed driving instructions and/or a map directing the referred entity to one or more locations of the referee. This mapping/driving service can be performed via Internet, website, and/or a preloaded map.
In still additional or alternative embodiments, the referral service system addresses some of the aforementioned problems by including information, such as a customized header, for the referee's location. Such a header can include, for example, a proper title, pictures, biography, or anything else deemed necessary for the referee.
In yet additional or alternative embodiments, the referral service system addresses some of the aforementioned problems by including contact information of the referrers. The general information can include, for example, name, address, town, city, zip code, phone number, fax, email and/or web site.
In still additional or alternative embodiments, the referral service system addresses some of the aforementioned problems by use of a preloaded map of the referee's location, which can optionally be supplemented with additional information, including, for example, address, town, city, zip code, phone number, fax, email, and/or web site.
In yet additional or alternative embodiments, the referral service system addresses some of the aforementioned problems by providing the referees with the ability to track new referrals of referred entities who have not made contact or are unable to make contact with the referees.
In still additional or alternative embodiments, the referral service system addresses some of the aforementioned problems by empowering referrers and referees to utilize email and/or mail to communicate information identifying needed services, such as procedure specific and non-specific information data, to the referred entities before and after their appointments.
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In the particular embodiment illustrated in
It should be readily understood that the system 99 can be implemented on a stand alone PC. It is not important whether the PC is networked, although Internet access is required for e-mail functions to work. In some embodiments, email functions are either optional or not employed; thus, Internet access is not required. Yet, in some embodiments having Internet access, a user of system 99 can be notified via the Internet and/or the program updated automatically if any modifications are required (e.g., an office is added, some text needs to be changed, etc.).
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Manual entry of the information identifying the referred entity can start, for example, with entry of the patient's first and last name at step 112. If the patient is a minor at decision step 113, then the name of the parent or legal guardian is entered at step 114. Next, a phone number is entered for the referred entity at step 115, plus an email address at step 118, if available. If there is no e-mail address, then “NA” can be entered automatically at step 121. The referred entity's street address is entered at step 124, plus the city at step 127, the state at step 130 (e.g., 2 letter abbreviation), and the zip code at step 133, for which multiple formats can be accepted and processed at step 136. Example multiple formats include: 5-digit xxxxx, 9-digit xxxxxxxxx, or 10-digit xxxxxxxxxx. Sometimes, additional remarks may be necessary. If so at decision step 139, a number of characters (e.g., up to 80 characters) can be entered on one line at step 142. If more characters are necessary at decision step 145, then more characters can be entered on a second line at step 148. Finally, at step 151, method 100 ends by proceeding to method 200 (
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Address
City, State, Zip
Phone
e-mail address (if available)
Paragraph 2: Person's Name of Business Making the ReferralAddress
City, State, Zip
Phone Number, Fax Number
E-mail address (if available)
Paragraph 3: Remarks SectionLine one—maximum of 80 characters
Line two—maximum of 80 characters
Paragraph 4: SymptomsThis area is pre-defined during the initial setup configuration. This can be expanded to as many choices as needed for an additional fee.
Paragraph 5: Problem Tooth/AreaThere can be a maximum number of choices, such as thirty-two choices.
Paragraph 6: Treatment Center LocationName of the location
Street Number and Name
Suite
City, State, Zip
Phone
E-mail address (if available)
If there is no e-mail address for the specialist, a copy of the introductory letter can be e-mailed to the patient's email inbox, the parent or legal guardian's inbox, a website of the software provider, and/or the referrer. There is also an option to print a second copy, if needed, at step 611, for mailing, placement in the patient's file, etc. The system also generates driving instructions at step 614 that show turn-by-turn driving instructions from the referred entity's address to the specialist's address. The system additionally generates a map at step 617 that shows an overview of the FROM address and the TO address. The driving instructions and map can be printed and additionally sent automatically to the referred entity's cell phone or PDA by email, text message, etc. at step 608. In alternative or additional embodiments, a text message reminder can be sent to the referred entity's cell phone and/or the introductory letter can be copied to the referred entity's email inbox. Also, a text message can be sent to the cell phone/PDA (608) of the Patient, Business Health Care Professional or Institution who has a cell phone or PDA and wants to be reminded. In some embodiments, merely the name and address of the referee can be sent by email or text message to the an electronic inbox of the referred entity. Alternatively or additionally, a hyperlink can accompany the address that allows the referred entity to automatically access a mapping/routing service and use the address to obtain a map and/or directions. If another referral is needed at step 620, then the user can start over at step 626; otherwise the program exits at step 623.
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The referee can later access ordering system 810 to expand the license, and receive additional or alternative copies of the software from the software provider. The referee can also utilize ordering system 810 to request changes to the referral software 812, resulting in automatic updating of the software 812 running on computer 806 by service 802. Referral software 812 can access a driving instructions service 814 over communications system 814. Software 812 can call methods of service 814 and provide appropriate arguments for service 814 to utilize maps 818 and routing functions 816 in order to produce the map and driving instructions. Software 812 can print the referral record, map, and driving instructions at the referrer's office at 820. Software 812 can also send copies of any or all of that information to an email or text message inbox 826A and 826B of the referred entity. Software 812 can additionally send copies of the referral emails to the referee's email inbox 822, and to the referral service for storage in datastore 824. In some embodiments, the copy stored in datastore 824 can be abridged to lack the data identifying the referred entity or describing the problem to be solved. However, the copy stored in datastore 824 at least identifies the referrer and the referee. Software distribution monitoring module 828 then periodically accesses datastore 824 and a datastore 828 of registered referee's and their licensing information, and compare the number of referrers identified in datastore 824 for that referee against that referee's licensing allowance in datastore 830. If the referee's licensing allowance is exceeded, then module 828 alerts referral service 802 that the referee has evidently made and distributed illegal copies of the software 812. In some embodiments, module 802 can automatically disable some or all copies of software 812 that are distributed by the referee. In some embodiments, the referral record can be communicated electronically, and especially by email, to a referral system software provider. In additional or alternative embodiments, the referral system software can be configured to send a copy of the referral record first to the software provider and disable viewing, printing, and any additional electronic transmission of the referral record until a return email is received from the software provider in response to the email. Alternatively or additionally, each copy of the referral system software can require that it be registered electronically with the software provider.
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Customizing the software to the referee can involve entering all of the information identifying the referee and each referee location. In some embodiments, customizing the software can also involve including user interface components designed to elicit information identifying the types of services needed by the referred entity, and these types of components can be varied depending on the profession or trade of the referee. In additional or alternative embodiments, customizing the software can further include adapting the software to include advertisements in referral letters, maps, driving directions, and the like that are targeted to needs of referred entities who are in need of the type of services provided by the referee. Such advertising space can be sold by category so that the software provider to generate additional revenue. Advertisements can be included in some software but not others depending on the category of referee, and/or advertisements can be selected at time materials are generated for the referred entity based on the reasons for referral. In still additional or alternative embodiments, customization can involve write protecting the information identifying the referee, so that it cannot be altered, and the copy cannot be modified by an end user to fabricate a referral to a different referee or additional referees. Similar write protection can protect advertisements.
Then, at step 1004, the software provider can receive copies of referral emails sent by the distributed copies of the software. At any time, the software provider can collect fees from the referees at step 1006, such as an initial per copy fee and/or monthly subscription fee. Meanwhile, the software provider can detect illegal copies of the software at step 1008 by monitoring the copies of the referral emails. Further, at step 1010, the software provider can update copies of the software electronically over a network, such as the Internet, which can result in disablement of illegal copies. Updating the software at step 1010 can alternatively or additionally include receiving requests from referees to alter referee identifying information and/or user interface components and responding by updating the software electronically over the network, or by sending new hard copies of the software to the referee or to referrers identified by the copies of the electronic referrals.
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Referrers and referees can obtain access to the aforementioned resources by accessing enrollment module 1112 to set up an account as either or both of a referrer and a referee. The account information is stored in referee datastore 830 and/or referrer datastore 1116, depending on the type of account. Referrers and referees are also allowed access to their own private and semi-private workspaces 1100 with varying access privileges.
Access to workspaces 1118 and other resources, such as software clients and APIs 1100, can be controlled by access control module 1120. For example, and with particular reference to
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It should be readily understood that personnel at the referrer location, in the presence of the referred entity and interacting therewith, can access the referee's online schedule and at least initially request an appointment time for the referred entity. In operation, the referrer using the software client can access the referee's online electronic schedule before sending a referral email and view the available appointment time. Then, the referral email and the request for the appointment time can be sent simultaneously. Therefore, a user of the software client can have access privileges regarding a referee's workspace at least for scheduling an initial appointment on behalf of a referred entity, without a need for a one time pass code. As a practical matter, the user interface can, upon selection of an enrolled referee, activate certain controls. One of the controls can allow printing of a map and/or directions so the referred entity can assess the route and decide whether the referee is suitable in that respect. Another activated can control allowing the referrer to access that referee's online electronic schedule so the referred entity can assess whether the referee is suitable in terms of availability. This control can alternatively or additionally allow the referrer to access the referee's online electronic schedule with appointment request privileges. Request of an available appointment time can then cause the referral email to be sent, and confirmation of the appointment time can result in the confirmation email being sent to the referred entity. If the appointment time cannot be confirmed, it is envisioned that the referee can telephone or otherwise contact the referred entity in order to reschedule the appointment. The referrer can also be notified of problems automatically so that the referrer can follow up and, if needed, place the referred entity with another referee. Replacement of a referee can result in a recall of the copy of the referral email and the copy sent to the referral service.
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On the other hand, referral emails sent to private referees that are not enrolled can be processed differently to obtain results 1230. For example, the referrer can be responsible for per referral charges 1232, in which case these charges 1232 can be assessed to the referrers. Alternatively or additionally, the information in the referral emails 824 sent to unenrolled referees can be used to generate advertising materials, such as emails, to be sent to these unenrolled referees. The advertising emails can contain a link to the enrollment module 1112 and a one time use code allowing an unenrolled referee to obtain a free trial of the referral services.
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With the referral software clients installed on referrer's office equipment, and with online workspaces provided to referrers and referees, referral emails can be sent to the enrolled and unenrolled referees by the software and copied to the online referral service, resulting in receipt of the copies of the referral emails at step 1412. These copies can be processed to collect referral fees from enrolled referees on behalf of referrers at step 1414, and to collect service fees from the referrers and/or referees at step 1416. Referral services can also be advertised to unenrolled referees identified by referrers in their private workspaces at step 1418, leading to enrollment of additional referees at step 1400.
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Instances of the referral fee billing software 1520 and 1522 and APIs 1518 and 1524 can run on referrers' and referees' respective office equipment, and interface with accounting software utilized by the referrers and referees. API's 1518 and 1524 allow entry of debits and credits in accounting software 1520 and 1526. Software 1516 and 1522 advertise their services to one another, and automatically process referrals to accomplish automated referral fee bill processing in order to cause bills to be printed and/or accounts to be automatically credited and/or debited.
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Claims
1. A referral service system, comprising:
- a user interface receiving, at a service location of a first service provider, information identifying a referred entity, wherein the first service provider is a specialist or general practitioner in a professional field or trade that involves routinely rendering non-referral related services to persons seeking those services, and also, in the course of or adjunct to providing the non-referral related services, routinely evaluating the persons to determine whether the recipients are in need of referrals to one or more second service providers for additional services not provided by the first service provider;
- a referral record output module generating a referral record and electronically communicating the referral record to a referee, wherein the referral record includes at least information identifying a referrer, the information identifying the referred entity, and information identifying the referee; and
- a referee location indication module generating an indication of a location of the referee at which the referred entity can obtain services provided by the referee, and communicating the indication of the location of the referee to the referred entity.
2. The system of claim 1, wherein said user interface receives data including contact information for contacting the referred entity, and said referral record output module includes the contact information in the referral record.
3. The system of claim 2, wherein said referral record output module communicates the referral record to the referee by utilizing an email address for contacting the referee to email the referral record to an email inbox of the referee.
4. The system of claim 2, wherein said referral record output module communicates the referral record to the referee by printing the referral record in a format for mailing to the referee.
5. The system of claim 1, wherein said referee location indication module electronically communicates the indication of the location of the referee to the referred entity.
6. The system of claim 5, wherein said user interface receives data including an identification of an electronic inbox of the referred entity; and said referee location indication module electronically communicates the indication of the location of the referee to the electronic inbox.
7. The system of claim 6, wherein said user interface receives data including an identification of a cell phone number for contacting the referred entity, and said referee location indication module uses the cell phone number to automatically send the indication of the referee's location by text message to a text message inbox of a cell phone of the referred entity.
8. The system of claim 6, wherein said user interface receives data including an identification of an email address for contacting the referred entity, and said referee location indication module uses the email address to automatically send the indication of the referee's location by email to an email inbox of the referred entity.
9. The system of claim 1, wherein said user interface receives a user selection of an address of the location of the referee.
10. The system of claim 9, wherein said user interface receives data including an identification of an address of the referred entity.
11. The system of claim 10, wherein said referee location indication module generates driving directions navigating a route from the address of the referred entity to the address of the referee.
12. The system of claim 10, wherein said referee location indication module generates a map plotting a route from the address of the referred entity to the address of the referee.
13. The system of claim 9, wherein said referee location indication module generates a map marking the location of the referee.
14. The system of claim 1, wherein said user interface receives data including information identifying services required by the referred entity, and said referral record output module includes the information identifying services required by the referred entity in the referral record.
15. A method of providing referral services, comprising:
- entering an agreement with a referee to provide one or more copies of referral system software in exchange for at least one fee, wherein the referral system software is operable to: (a) receive, at a service location of a first service provider, information identifying a referred entity, wherein the first service provider is a specialist or general practitioner in a professional field or trade that involves routinely rendering non-referral related services to persons seeking those services, and also, in the course of or adjunct to providing the non-referral related services, routinely evaluating the persons to determine whether the recipients are in need of referrals to one or more second service providers for additional services not provided by the first service provider; (b) generate a referral record and electronically communicate the referral record to the referee, wherein the referral record includes at least information identifying a referrer, the information identifying the referred entity, and information identifying the referee; and (c) generate an indication of a location of the referee at which the referred entity can obtain services provided by the referee, and communicate the indication of the location of the referee to the referred entity; and
- providing one or more copies of the referral system software to the referee for distribution by the referee to referrers.
16. The method of claim 15, further comprising customizing the referral system software according to needs of the referee, including adapting the referral system software to identify the referee and the location of the referee, thereby producing customized referral system software.
17. The method of claim 16, further comprising:
- receiving copies of referral emails sent by distributed copies of the customized referral system software; and
- detecting illegal copies of the software by monitoring the copies of the referral emails;
18. The method of claim 17, further comprising updating copies of the customized referral system software electronically over a network, including disabling illegal copies of the software.
19. The method of claim 16, further comprising:
- receiving a request from the referees to alter the customized referral system software; and
- updating the customized referral system software.
20. The method of claim 19, further comprising updating distributed copies of the software electronically over a network.
21. The method of claim 19, further comprising updating by sending new copies of the software to the referee.
22. The method of claim 15, wherein the referral system software is operable to receive data including contact information for contacting the referred entity, and include the contact information in the referral record.
23. The method of claim 15, wherein the referral system software is operable to utilize an email address for contacting the referee to email the referral record to the referee.
24. The method of claim 15, wherein the referral system software is operable to print the referral record in a format for mailing to the referee.
25. The method of claim 15, wherein the referral system software is operable to communicate the indication of the location of the referee to the referred entity.
26. The method of claim 15, wherein the referral system software is operable to receive data including an identification of an electronic inbox of the referred entity, and electronically communicate the indication of the location of the referee to the electronic inbox.
27. The method of claim 26, wherein the referral system software is operable to receive data including information identifying a cell phone number for contacting the referred entity, and use the cell phone number to automatically send the indication of the referee's location by text message to a text message inbox of a cell phone of the referred entity.
28. The method of claim 26, wherein the referral system software is operable to receive data including an email address for contacting the referred entity, and use the email address to automatically send the indication of the referee's location by email to an email inbox of the referred entity.
29. The method of claim 15, wherein the referral system software is operable to receive data including a selection of an address of the location of the referee.
30. The method of claim 29, wherein the referral system software is operable to receive data including an address of the referred entity.
31. The method of claim 30, wherein the referral system software is operable to generate driving directions navigating a route from the address of the referred entity to the address of the referee.
32. The method of claim 30, wherein the referral system software is operable to generate a map plotting a route from the address of the referred entity to the address of the referee.
33. The method of claim 29, wherein the referral system software is operable to generate a map marking the location of the referee.
34. The method of claim 15, wherein the referral system software is operable to receive data including information identifying services required by the referred entity; and include the information identifying the services required by the referred entity in the referral record.
Type: Application
Filed: Aug 23, 2006
Publication Date: Feb 28, 2008
Applicant: Cambridge Software Solutions Corp. (Waterford, MI)
Inventors: Joseph A. Ruggirello (Macomb Township, MI), Jack Koyle (Waterford, MI)
Application Number: 11/508,398
International Classification: G06Q 10/00 (20060101); A61B 5/00 (20060101);